ServiceNow Technical Architect

Stott and May; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm is seeking an experienced ServiceNow Technical Architect to join their team. This role focuses on Customer Service Management (CSM) and involves designing, implementing, and maintaining ServiceNow solutions for enterprise clients. Candidates should have proven experience as a ServiceNow Architect, particularly in CSM, and possess strong integration skills. The position offers a hybrid working model, allowing flexibility while contributing to significant enterprise projects.

Benefits

Hybrid working arrangement

Qualifications

• Proven experience as a ServiceNow Architect, specializing in CSM module.
• Hands-on experience with integration solutions including REST, SOAP, and APIs.
• Capability of leading multiple ServiceNow implementation projects, including full lifecycle implementations.

Responsibilities

• Analyze business requirements and translate them into ServiceNow CSM solutions.
• Develop architectural blueprints and functional designs for CSM implementations.
• Design and implement integrations between ServiceNow and external systems.

Skills

ServiceNow Architect

CSM module expertise

Integration solutions (REST, SOAP, APIs)

Communication skills

Stakeholder management

Tools

ServiceNow

Integration Hub

Salesforce

Oracle

SAP

Job description

ServiceNow Technical Architect

Location:Gulidford/London (Hybrid)
Day Rate: Market rate (Inside IR35)
Contract Duration: 6 months
Start Date: Immediate

Role Overview

We are seeking a ServiceNow Technical Architect specialising in Customer Service Management (CSM) or ITSM with strong integration experience. The role involves designing, implementing, and maintaining ServiceNow CSM/ITSM solutions to meet enterprise business needs.

The architect will create scalable and efficient architectures, ensure alignment with ServiceNow best practices, and provide technical leadership to development teams. You will work on projects for enterprise clients across diverse industries, leveraging cutting‑edge ServiceNow capabilities and integrations with other enterprise systems.

Key Responsibilities

• Analyse business requirements and translate them into ServiceNow CSM technical solutions

• Develop architectural blueprints and functional designs for CSM implementations

• Design and implement integrations between ServiceNow and external systems (CRM, ERP, ITSM, etc.)

• Ensure solutions are scalable, reliable, and aligned with future business needs

• Oversee end‑to‑end implementation of ServiceNow CSM solutions, from concept to deployment

• Maintain and enhance existing ServiceNow CSM applications and modules

• Establish and enforce ServiceNow technical governance and standards

• Provide technical guidance and mentorship to development teams

• Act as a subject matter expert for resolving complex ServiceNow CSM issues

• Collaborate with clients, business stakeholders, and project managers to ensure solution alignment

Key Skills and Experience

• Proven experience as a ServiceNow Architect with specialisation in CSM module

• Expertise in ServiceNow CSM deployments, including case management, workflows, and portals

• Hands‑on experience with integration solutions (REST, SOAP, APIs, MID Server, Integration Hub)

• Experience leading multiple ServiceNow implementation projects, including at least 3 full lifecycle implementations

• Knowledge of ServiceNow Orchestration, Flow Designer, and Integration Hub spokes

• Familiarity with third‑party integrations (Salesforce, SAP, Oracle, Azure, AWS)

• Experience in instance consolidation, upgrades, migrations, and performance tuning

• Excellent communication and stakeholder management skills

Person Specification

• Client facing with strong interpersonal and negotiation skills

• Clear, assertive communicator with excellent presentation skills

• Capable of leading teams as well as collaborating effectively as a team member

• Supportive mentor and guide for development teams